Exploring the role of personality, trust, and privacy in customer experience performance during voice shopping: Evidence from SEM and fuzzy set qualitative comparative analysis
作者：
Highlights：
• We explore the role of personality, trust, and privacy in customer experience performance during voice shopping.
• We present three combinations of these factors that lead to high customer experience performance.
• Agreeableness positively affects trust.
• Conscientiousness positively affects trust.
• Emotional instability negatively affects privacy concerns.
摘要
•We explore the role of personality, trust, and privacy in customer experience performance during voice shopping.•We present three combinations of these factors that lead to high customer experience performance.•Agreeableness positively affects trust.•Conscientiousness positively affects trust.•Emotional instability negatively affects privacy concerns.
论文关键词：Voice shopping,Personality,Trust,Privacy,Prior experience,Customer experience,Smart speaker,Personalization,Artificial intelligence
论文评审过程：Received 2 July 2020, Revised 31 December 2020, Accepted 31 December 2020, Available online 11 January 2021, Version of Record 11 January 2021.
论文官网地址：https://doi.org/10.1016/j.ijinfomgt.2021.102309
